Title: Total quality management practices and their impact on performance: case study of Royal Jordanian Airlines

Authors: Rateb J. Sweis; Nida Abu Elhawa; Nadia J. Sweis

Addresses: Department of Business Administration, The University of Jordan, 11942, Amman, Jordan ' Department of Business Administration, The University of Jordan, 11942, Amman, Jordan ' Department of Business Administration, Princess Sumaya University for Technology, Amman, Jordan

Abstract: This study aims to examine the relationship between TQM practices and the organisational and quality performance of the Royal Jordanian Airlines and to specify which of the studied practices control the performance. The methodology used in this research is based on a questionnaire survey. The independent variables included the TQM practices (top management commitment, training and education, teamwork and continuous improvement) and the dependent variables are the organisational performance and quality performance. The data were obtained from 179 members in the top managerial positions of the RJ out of 247. A statistical analysis (SPSS) was used to analyse and examine the study hypotheses; correlation analysis was employed to test the validity of the procedure. Reliability and validity were examined along with measuring central tendency. Findings reveal a strong relationship between TQM practices and organisational and quality performance of the Royal Jordanian Airlines. The study recommends that managers should consider TQM practices to enhance performance, allocate resources and develop an environment that supports continuous improvement ideas.

Keywords: total quality management; organisational performance; quality performance; Royal Jordanian; Jordan.

DOI: 10.1504/IJBEX.2019.097546

International Journal of Business Excellence, 2019 Vol.17 No.2, pp.245 - 263

Received: 14 Feb 2017
Accepted: 14 Jan 2018
Published online: 28 Jan 2019 *

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